Job Summary

The Sr Analyst plays a crucial role in providing high-quality Level 1 remote desktop support, ensuring the prompt resolution of technical issues while adhering to service level agreements (SLAs) and maintaining exceptional customer satisfaction. This position is integral to the Support & Operations team, leveraging proficiency in Brazilian Portuguese to enhance communication and service delivery.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, Or Chat, Ensuring Adherence To Ticket Volume And Time Slas.
2. Maintain Quality Standards By Monitoring Voice And Accent Compliance, Following Regulatory Requirements, And Adhering To Company Policies During All Customer Interactions.
3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) Through Effective First Call Resolution And Managing Average Handling Time (Aht) With Minimal Rejected Resolutions And Reopened Cases.
4. Maintain High Login Efficiency And Availability To Ensure Prompt Support For Customers.
5. Update Work Logs Accurately And Follow The Shift And Escalation Process To Route Complex Issues To Appropriate 2Nd And 3Rd Level It Support Specialists As Necessary.
6. Engage In Value-Adding Activities, Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficient In Brazilian Portuguese With Strong Communication Skills.
2. Basic Understanding Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Strong Customer Service Orientation And Problem-Solving Skills.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Certifications In Microsoft Windows Support (Optional But Valuable)